Unit of competency Outline
Date retreived
22/07/2026 2:43 PM AWST
22/07/2026 2:43 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Establish services to provide advice
Establish services to provide advice
Unit of competency
National Code
FNSILD503A
FNSILD503A
State Code
D4210
D4210
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
29/07/2014
Field of Education
080501 - Sales
Original Release Date
29/07/2014
Nominal Hours
50
Description
This unit describes the performance outcomes, skills and knowledge required to establish processes and systems to service clients within the life distribution stream. It encompasses establishing or reviewing marketing, client services and supplier relationships to achieve service support requirements.This unit is applicable to individuals working within enterprises and job roles subject to licensing, legislative, regulatory or certification requirements including legislation administered by the Australian Securities and Investments Commission (ASIC).
Notes
Elements and Performance Criteria
1. Provide marketing services
- 1.1. Marketing support is identified for the defined markets and distribution channels in accordance with distribution plan
- 1.2. Marketing tools are developed and made available within budget and timelines
2. Provide administrative and ancillary services
- 2.1. Administration and ancillary services are determined against the provisions of the distribution plan
- 2.2. Processes to service clients are developed and introduced
- 2.3. Services are delivered within timelines and budget, and according to the distribution plan
- 2.4. Service needs are reassessed in light of usage and budget
3. Provide customer services
- 3.1. Services are determined which will meet customer expectations and are within enterprise policy and philosophy
- 3.2. Services are delivered within the timeframe and budget
- 3.3. Key Performance Indicators (KPIs) to measure customer service are established
- 3.4. Services meet industry legislative requirements
- 3.5. Service standards are documented in the prescribed format and communicated to all stakeholders
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Marketing tools and services may include:
advertising
brochures and sales aids
client base development
compliance materials
direct marketing
focus groups
in-house publications
lead generation
market surveys
product marketing
public relations
reports
software
sponsorship
telemarketing.
NB Marketing services may be influenced by regulations.
Administration services may include:
accounting
cleaning and maintenance
courier
data storage
external consultants
legal
post
printing
procurement
provision of utilities
public relations
security
travel and transportation
warehousing.
Processes to service clients can be pre, point of sale, or post sale and may include:
appropriate personal contact
complaints handling
conservation activity
inquiries
policy changes
reports
timely and accurate documentation
written communication.
Key Performance Indicators may include:
adviser retention rates
lapse/persistency rates
offer take-up rates
plan increases
repeat sales
sales production.
Service standards may include
accuracy rates
completion dates
data availability
document presentation
procedures
response times
staff communication.
Methods of communication may include:
electronic
individual and group
meetings
verbal
in writing.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Marketing tools and services may include:
advertising
brochures and sales aids
client base development
compliance materials
direct marketing
focus groups
in-house publications
lead generation
market surveys
product marketing
public relations
reports
software
sponsorship
telemarketing.
NB Marketing services may be influenced by regulations.
Administration services may include:
accounting
cleaning and maintenance
courier
data storage
external consultants
legal
post
printing
procurement
provision of utilities
public relations
security
travel and transportation
warehousing.
Processes to service clients can be pre, point of sale, or post sale and may include:
appropriate personal contact
complaints handling
conservation activity
inquiries
policy changes
reports
timely and accurate documentation
written communication.
Key Performance Indicators may include:
adviser retention rates
lapse/persistency rates
offer take-up rates
plan increases
repeat sales
sales production.
Service standards may include
accuracy rates
completion dates
data availability
document presentation
procedures
response times
staff communication.
Methods of communication may include:
electronic
individual and group
meetings
verbal
in writing.
EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
maintain knowledge of available products and services
determine business objectives, products and services
identify and select distribution channels
identify and address factors which may affect the marketing of services and client service performance
interpret and comply with organisation policies and guidelines, industry codes of practice and relevant legislation and regulations.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to organisation records
access to organisational policies and procedures.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency
observing processes and procedures in workplaces
verbal or written questioning on underpinning knowledge and skills
evaluating samples of work
accessing and validating third party reports
setting and reviewing workplace projects and business simulations or scenarios.
Guidance information for assessment
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
maintain knowledge of available products and services
determine business objectives, products and services
identify and select distribution channels
identify and address factors which may affect the marketing of services and client service performance
interpret and comply with organisation policies and guidelines, industry codes of practice and relevant legislation and regulations.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to organisation records
access to organisational policies and procedures.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency
observing processes and procedures in workplaces
verbal or written questioning on underpinning knowledge and skills
evaluating samples of work
accessing and validating third party reports
setting and reviewing workplace projects and business simulations or scenarios.
Guidance information for assessment
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUR79 | FNSILD503 | Establish services to provide advice | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D776 | FNS51312 | Diploma of Life Insurance | Qualification |